Technical Support Lead

Lutz, FL 33558

Post Date: 04/20/2018 Job ID: 488246 Industry: Technical

Essential Duties and Responsibilities include the following:

Responsible for creating and maintaining exceptional customer value, employee value and shareholder value in an environment that is demanding and fluid due to customer expectations and developments in product technology or procedures. Is the main point of contact globally for customer's, internal and external partners supporting Eagle equipment.
Actively participates as team member resolving technical support troubleshooting and debugging to resolution.
Lead the investigation and resolution of technical support issues for equipment through customer interaction on customer systems and utilization of field based technical resources where necessary.
Responsible for assuming total ownership of customer issues until resolution of issue.
Troubleshoot customer hardware/ software and where necessary, create technical instructions that provide solutions for diverse hardware and software platforms.
Responsible for processing and documenting service requests and part orders for resolution within compliance of quality system and department polices and procedures.
Responsible for escalating customer issues to for assistance and resolution as necessary according to defined escalation criteria.
Maintains technical product knowledge to keep abreast of updates and changes by continued product training and traveling to field installations for on-site training.
Work closely with the Technical Support Leads in Asia-Pacific, EMEA (Europe/Middle East) and Latin America, in order to ensure effective communication through this team
Evaluates, prepares, and distributes periodic technical bulletins to internal and partner technical teams to support knowledge sharing and continued increase of expertise in servicing Eagle products.
Ability to learn and support multiple products across all product lines.
Ability to perform proactive support and identify and anticipate issues that clients may experience.
Must maintain minimum standards for call closure, quality resolution and other metrics as defined by management.
Establishes and maintains a close relationship with senior level Field Service Engineers and Product Specialist in order to support the needs of the customer and remain aware of current technical trends.
Responsible for being a Service Quality Champion for Eagle Production inspection by establishing close relationships with the quality team, key production and assembly personnel, sales agents, and Field Service Engineers.
Represents Eagle service at quality reviews and roundtables, aids in identifying root cause issues, and supports in developing, implementing, and monitoring solutions to resolve quality topics identified by Eagle service.
Develops, maintains, and administers globally shared knowledge base of technical solutions to service challenges. Creatively pursues distribution and access to Eagle personnel and partners.
Cross trains on other office functions as related to Eagle Product Inspection daily activities.
Exercises every available measure to control and minimize costs.
Travel, overtime and work hours other than Monday-Friday may be required. Occasionally, overnight travel and direct service support at customer sites may be necessary.
Comply with and ensure department compliance with Company health, safety and environmental policies.
Other duties as required.

Primary People Contact:

External Customers
Internal Customers
Interdepartmental Personnel
Field Service Technicians

Physical requirements:

Possess excellent organizational, communication, interpersonal skills with the ability to multi-task several projects at once.
Excellent customer service skills and the ability to handle stressful situations.
Self-motivated, reliable, and accountable individual
Possess outstanding telephone skills
Ability to lift item up to 50 lbs. Unassisted

Knowledge, Skills, Attitude:

Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork.
Must be responsive to all customer issues at all times.
Must be self-motivating and require minimum supervision to complete work tasks
Must have own credit card and be willing & able to travel at short notice.
Supervises: While supervision is not considered a primary responsibility of this position, there may be instances where supervision of others on a project basis may be required

Education and Training:

Education/Training: Associates/Bachelor Degree or equivalent technical training. Electrical/Electronic Engineering related Degree. Computer literacy required.
Minimum of 2-3 years experience directly involved in troubleshooting and field repair of electrical and electronic systems and equipment. Experience with industrial X-Ray applications preferred.

If interested please send resume to:


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